Success Stories
Get to know the customers... intimately...
The challenge
A leading financial-services group needed to turn billions of monthly transactions into personalised experiences for their millions of customers - without compromising speed or compliance. Fragmented data made it impossible to identify high-value customers or act on next-best-product opportunities.
Our solution
- Unified data platform consolidating every transactional, product-usage and touchpoint feed.
- Robust enterprise data model with thousands of engineered features constantly refreshed.
- Real-time predictive models scoring each customers for risk, propensity and next-best-action across all channels.
- Omni-channel engagement engine that delivers hyper-personalised offers, fraud alerts and service nudges in milliseconds.
The impact
- R 2 billion incremental bottom-line uplift driven by:
- ↑ credit product sales
- ↑ insurance conversions
- ↑ premium payment reliability
- ↑ transactional, savings & credit product usage
- ↓ bad-debt write-offs and faster rehabilitation
- ↑ digital-channel adoption and safer customers behaviour
- 2x growth in high-quality customers segment, lifting overall Customer Lifetime Value across the board.
Automate all the things!
The challenge
High-volume support queries overwhelmed the service team and limited growth. Leadership wanted a modern, always-on channel that could answer specialised FAQs, product searches and stock checks—without hiring an entire new support division.
Our solution
- Conversational journey framework mapping every stage of the customer lifecycle to dialog states.
- Generative-AI engine trained on live and historical support transcripts, web content and inventory data.
- Dynamic state tracker capturing intent, context and sentiment in real time.
- Operational dashboards giving managers full visibility into engagement health and AI performance.
The impact
- 100 000+ customer engagements per month fully automated across web and mobile.
- Support-department cost saved, freeing agents to focus on complex, high-value cases.
- Faster responses, higher customer satisfaction and a scalable foundation for future channels (voice, WhatsApp, in-app).
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